Operating engines we have built.

Each case below is a real engagement with real numbers. Company names, employee names, and identifying details are obscured by request. The operating mechanics, the metrics, and the artifacts are reported exactly as they shipped.

Engagement timelines, scopes, and outcomes are available in full under NDA.

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Case study 1

Global ride-hailing platform.

Problem

Most recent engagement. A global ride-hailing platform expanding the South America vertical. Existing operations in 5 countries, $40M annual P&L, courier acceptance rate falling, ops cadence inconsistent country-by-country. Founder asked: build the operating engine for the next 4 countries while fixing what is broken in the existing 5.

Approach

Four workstreams ran in parallel. First, a unified scorecard across countries covering delivery rate, first call resolution, churn, and unit economics, replacing five country-specific reporting templates that did not reconcile to each other. Second, a weekly operating cadence (Monday team check, Tuesday VP report, Tuesday through Thursday problem work, Friday wrap) installed in every market in sequence. Third, a bid distance algorithm for courier acceptance using dynamic radius opening based on local supply density. Fourth, a Paraná-versus-Colombia capital reallocation business case showing where investment would and would not move outcomes.

Outcome

Courier acceptance rate increased 25% in the first month after the bid distance algorithm shipped. $40M P&L stayed on plan through expansion. Operating cadence held in 8 countries by the time of handoff. Capital reallocation case identified two markets that would grow without investment, freeing budget for one market under active competitive pressure. The cadence system still runs after the operator left the seat.

25%

Courier acceptance lift, first month after algorithm shipped

$40M

P&L held on plan through expansion

Countries running unified cadence at handoff

The scorecard, the cadence, and the bid distance logic were preserved as in-house operating standards after handoff to the regional operations leadership.

Case study 2

Hypergrowth courier platform.

Problem

Hypergrowth courier platform during the 2020 demand surge. Defect rate had reached 6%, late delivery 5.5%, NPS collapsing. Market share moving to the largest competitor. Founder needed someone to run squads dedicated to defect rate and late delivery, reporting weekly to leadership.

Approach

Four operating decisions defined the engagement. First, two operational squads scoped narrowly: a defect rate squad and a late delivery squad, each with a named owner, a single metric, and a written weekly target. Second, a taxonomy of NPS complaints mapping root causes to specific operational actions, so complaint volume translated into shipped fixes rather than aggregate dashboards. Third, a vendor performance scorecard with SLA terms and a written escalation path, replacing ad hoc vendor conversations. Fourth, weekly reporting to leadership covering what shipped, what slipped, and what was blocked.

Outcome

Defect rate fell from 6% to 3% in 6 months. Late delivery fell from 5.5% to 3.6% in the same window. NPS recovered enough to stabilize churn. The vendor scorecard methodology shipped from this engagement is the same one published as an open-source tool. The squad structure persisted through the post-pandemic normalization.

6%→3%

Defect rate, 6-month window

5.5%→3.6%

Late delivery rate, same window

Named squads, single metric each

The vendor scorecard, the NPS taxonomy, and the squad operating model remained in use after handoff.

Note on case selection

Two of four operations functions built from blank pages.

These are two of four operations functions built from blank pages over the past 15 years. The full list and additional engagement detail are available in private conversations under NDA.

Talk through your situation

Operating engines we have built.

Global ride-hailing platform.

Problem

Approach

Outcome

Hypergrowth courier platform.

Problem

Approach

Outcome

Two of four operations functions built from blank pages.

Fifteen minutes is enough to know if Plenor fits the problem.